ACN

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Business challenge:

ACN carried out all of its transactions via the phone which was proving to be very expensive. With a growing customer base, the company needed to expand its operations and efficiently cater to its customers, while slimming down costs.

Solution:

ACN decided to implement an additional web chat channel and divert majority of the phone transactions to this new, cost-effective channel. With web chat they aimed to reduce costs while enhancing customer satisfaction, offer greater flexibility to their IBOs, and improve agent efficiency.

Results:

16% call deflection

12.5% reduction in costs

7% increase in customer requests

Efficient workforce management

ACN is the largest direct seller of essential services and telecommunications globally. The company operates in 23 countries across North America, Europe, Asia and the Pacific.

The Business Challenge

ACN first started its operations in the US in 1993 with a focus to offer telecom and essential services such as phone, wireless, internet, natural gas and electricity to the public. Today, the company operates in 23 countries across North America, Europe, Asia and the Pacific and is the largest direct seller of essential services and telecommunications globally. The company works with Independent Business Owners (IBOs) and helps them create a home-based business. Until last year, ACN handled all its enquires via a single channel, Phone. With a growing customer base, the company realized that this form of communication was proving to be very expensive. “All of our transactions were inbound phone transactions. In order to reduce costs while we expanded our operations, we decided to implement more cost-effective channels such as web chat for internal and external communication,” says Dwayne Weedon, VP Contact Center, ACN Inc. ACN needed a solution that would help reach out to more customers and resolve queries quickly, while proving to be more cost-effective.

Choosing Moxie

ACN was looking for an easy-to-use solution that could seamlessly integrate with their current Avaya phone systems. “Last year, we started looking at chat solutions, analyzed different vendors and also took feedback from our employees who had worked on various chat products. Moxie stood out as the one solution that many had familiarity with,” notes Weedon.

With strong references from their staff, ACN selected Moxie Live Chat which offered an intuitive interface and a robust set of features.

With two days of quality training we could go through all the features we needed before the agents went live. It’s a very quick, easy product to learn and train agents. Every agent who tries the new chat solution loves it––nobody wants to move out of chat.” – Dwayne Weedon, VP Contact Center, ACN Inc

Implementing the Solution

Moxie Live Chat was implemented across ACN’s labs and lines of business, which included customer service, technical support and IBO portals in US, Canada and Europe offices.

“We found Moxie’s solution very easy to work with –– in terms of implementation and usability. Setting-up our system and various service lines, and adding additional countries and agents was very quick and easy,” says Weedon.

Operating in 23 countries, ACN serves customers in 24 different languages. They support Spanish in the US and French in Canada along with English. The company opted for Multiple Language Support and gradually rolled out different languages to the different countries.

Weedon further shares that ACN cross-trained their existing phone agents on the new chat channel. Agents who were keen on shifting to the chat service channel were selected based on an assessment, and trained within two days. “With two days of quality and training we could go through all the features we needed before the agents went live. It’s a very quick, easy product to learn and train agents. Every agent who tries the new chat solution loves it –– nobody wants to move out of chat,” he adds.

Providing Ease and Flexibility with Greater Control

The Mobile Chat feature in Moxie’s chat solution has provided great flexibility and quick, easy access to information for all ACN IBOs and customers. As most of ACN’s IBOs are full-time employees of other companies, they find it very convenient to log on to their iPhones, Android devices and iPads, and communicate with the agents without having to make a phone call.

Weedon also mentions that they are able to better control this environment and take effective measures for realizing optimum workforce efficiency.

Impressive Results

“Our primary business objective of implementing web chat was to reduce costs by diverting our phone transactions to a more cost-effective channel. We intended to achieve this objective while expanding our operations and responding to the increasing volumes of customer requests with our available workforce. We were able to meet this objective within ten months of implementing Moxie Live Chat. We are experiencing 16% call deflection with 12.5% cost savings,” shares Dwayne Weedon, VP Contact Center, ACN Inc.

Initially, agents were able to handle two chats per day. Today, this has increased to 3 – 4 chat sessions simultaneously that has translated into significant cost and performance benefits.

Additionally, Moxie’s powerful reporting and supervisory feature provides ACN greater visibility into the business information. “The interval reports available in [Moxie Live Chat] help us make accurate decisions on the number of hours of operation and help optimize workforce,” notes Weedon.

Plans Ahead

With the success of Live Chat, ACN soon plans to implement Moxie’s proactive live chat solution. By adding this powerful channel to their web site, ACN will be more equipped to drive revenues by assisting customers during online purchases and reducing shopping cart abandonment.